Summer Case work becomes available after Summer has verified your company’s operational connection and your own access. A company with saved credentials and starter knowledge may still show Operations connection pending. See Set up your company.
Find the work that needs attention
Use Cases to open the shared case list. Navigation may start with plans ready for approval; open Filters to include other plan states or all cases. Check filters before concluding that a case is missing.
Open a case to read the original conversation, available records and agent workspace. Confirm the customer’s identity and the relevant purchase or care episode through the authorized records. Message text or a similar name can help find a candidate; it is not proof of identity.
Where available, the case header lets eligible staff assign the issue owner and plan reviewer. Company-wide assignment defaults are under Settings → Assignment.
Request an investigation
An authorized operator can request an investigation or a revision from the case controls. Explain the customer’s unresolved need and any correction or new evidence. An investigation reads evidence and proposes a plan. It does not approve the resulting customer or business actions.
During a managed test rollout, use only the cases and dispatch process agreed with Summer. An enabled connection does not override a pause or turn on automatic backlog processing. The separate task form can save a task request; saving it alone does not start an investigation.
Inspect progress and errors in the case or Agent runs. A completed run means the investigation finished; review the saved result and remaining customer obligation before treating the issue as resolved.
Review the plan and its evidence
A useful plan should make these points clear:
- What the customer wanted, paid for or was promised.
- What happened, what is verified and what is still unknown.
- What has already been fixed and what remains owed.
- The recommended next action, why it helps and who follows up.
- The evidence needed to confirm completion or close the case.
Open the original evidence for decisions that depend on it, including relevant attachments, provider records and prior contact. If necessary evidence is unavailable, the plan should identify the gap and the attempted reads.
Some plans offer mutually exclusive options, with A recommended. Selecting an option chooses which proposal to review. It does not approve or execute it. You can request changes or use the available edit and override controls; changed action inputs need renewed review.
Approve exact work
Use Awaiting approval or the case’s review controls to inspect the saved action preview. Check the recipient, target record, message, amount or other effect inputs that apply. Approve only the intended saved revision and supported actions.
Operational customer replies, vendor contact, refunds, subscription changes and case changes retain their required human approval. Company membership, knowledge instructions and provider API keys cannot substitute for that approval. Clinical decisions and medication directions remain clinician-only even with human approval.
Routine replies from the separately enabled conversational Messenger assistant use its own automatic-reply controls. Assistant and knowledge explains that setup and human takeover.
Verify execution and close the issue
After approval, inspect execution receipts and available source readbacks. Keep proposed, submitted, confirmed and uncertain outcomes distinct. If a provider submission is uncertain, reconcile it before retrying so a successful action is not repeated.
Keep an unfinished promise assigned to an owner with a supported follow-up. Closing an investigation or sending an inquiry does not fulfill an order or confirm a refund. Close the customer issue once the relevant outcome is verified; avoid extra customer contact when it is already settled.
Agent runs also shows recorded model usage where authorized. Reserved budget and recorded model spend are operational accounting; the partial run list is not your Summer invoice. Contact Summer for billing through Settings → Account or Settings → Help.